Xplor Technologies powers the experiences at the heart of everyday life. Through modern vertical software, embedded payments, and AI-powered capabilities, we help businesses in fitness, recreation, golf and club, field services, laundry, education, and other membership-based and service-based industries simplify operations, uncover insights, and elevate customer and member experiences.We unite popular brands such as Clubessential, foreUP, myFitApp, Vermont Systems, Momence, Exerp, and many more.Join our Recreation vertical as a Leader, Client Support to make a real impact every day. We say that because we know that every conversation we have, every problem we solve, and every line of code we write is another opportunity for us to enrich our customers’ experiences.Reporting into the President of Recreation, you will work with our Customer Support teams, you will lead a multi-functional, global team focused on delivering exceptional customer experiences. You will be responsible for shaping and executing strategic initiatives that enhance service quality, operational excellence, and employee capability.This role demands a visionary leader with deep expertise in operations, training strategy, and customer experience. Someone who thrives in a fast-paced, matrixed environment and is passionate about helping people succeed.Some of the other responsibilities include:Champion customer-centric service design across all channels (chat, email, voice).Lead strategy development, including frameworks, metrics, and feedback loops.Collaborate with Product, Engineering, and Commercial teams to embed customer experience into service delivery models.Drive continuous improvement through VOC insights, CSAT/NPS tracking, and root cause analysis.Manage global partnerships, ensuring alignment with service standards and cost models.Lead performance reviews, contract negotiations, and strategic planning.Implement governance frameworks to monitor quality, compliance, and operational efficiency.Drive transformation initiatives, including location strategy and contractor transitions.Partner with senior stakeholders in Engineering, HR, Product, and Commercial.Represent Customer Support in strategic forums and transformation programs.Foster a culture of accountability, innovation, and continuous improvement.QualificationsWhat would make me a good candidate?We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big-picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do. We’re also seeking someone who has:Minimum of 10 years of progressive experience in client support, customer success, or related leadership rolesProven leadership in operations, customer experience, and training strategy.Strong analytical skills with ability to interpret data and drive decisions.Excellent communication, stakeholder engagement, and change management capabilities.Familiarity with tools like Salesforce, JIRA, Zendesk, and AI-driven support platformsAbility to persuade and influence stakeholders at all levels and push forward improvementsAbility to maintain personal resilience in pressurized or stressful situationsAbility to effectively present business improvements that are understandable, engaging, and influentialHave extensive experience in managing workforce management teams and toolsExcellent leadership skills with a strong track-record of successfully leading teamsAble to prioritize and manage workload effectively and meet specified deadlinesExcels at identifying problems and providing appropriate solutionsProactive, self-motivated learner with a strong drive to achieve personal goalsAt Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.Values and Life at XplorOur five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day: Find a better wayDo the right thingSay it straightWin togetherOwn the outcomeIf these values sound like you and describe people you want to work with, you will thrive at Xplor. As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.
